You first need to think of systems, not hacks. You need to engineer your processes and create playbooks for everything.

The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable ...

While mostly hoping to slash the agency, there is one part of the Internal Revenue Service where President Trump is seeking to significantly add staffing: customer service. While the White House is ...

The Social Security Administration has agreed to an independent audit of its customer-service metrics, after months of criticism about long waits for calls to be returned, AI phone glitches, website ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

Silicon Valley is bullish on AI agents. OpenAI CEO Sam Altman said agents will “join the workforce” this year. Microsoft CEO Satya Nadella predicted that agents will replace certain knowledge work.

TROY, Mich.: 13 March 2025 — Customer satisfaction with the dealer service experience remains strong for a second consecutive year, yet long wait times for appointments, communication shortfalls and ...

There’s a new scam coming to your home phone. Aggressive, fake customer service agents are on duty, demanding payment for Keto supplements you didn’t order. I learned about this bizarre scam firsthand ...

Corrections & Clarifications: An earlier version of this story misclassified Chewy.com The company is an online shop. Retail giant Amazon, online fast-fashion retailer Shein and confectionary brand ...

The way humans interact and collaborate with AI is taking a dramatic leap forward with agentic AI. Think: AI-powered agents that can plan your next trip overseas and make all the travel arrangements; ...